Domino's Pizza — Restaurant in Ottawa

To the owner of this Dominos location and shareholders of this publicly traded company:

Last night, we ordered two pizzas for delivery on the Dominos app (not on a third party app), and when our order showed as ‘delivered’ by the driver Frank on the app, my wife called the location directly and was met with someone extremely rude and unhelpful on the phone presenting himself as the manager on duty. When I picked up the call and shared that our pizza was not delivered as indicated, the ‘’manager” continued to repeat the exact same thing, saying that his driver had delivered the pizzas. We were sitting outside with the garage door open the entire time, and we have cameras on the property - no pizzas were delivered. Not once did the “manager” offer to remake and deliver the pizzas that we paid for and did not receive. When I asked for the “manager’s” name and that I wanted to escalate, he would not provide his name to me. During this time, my wife and a friend walked down the street to see if they could find the pizzas at a different house, and alas there they were, a 5 minute walk down the street at a completely different address.

I called the location back to share this feedback, and the “manager” continued to be un-empathetic and had nothing to say. Now we were left with pizzas that have been sitting outside for 25 minutes at a completely different address. Not once did he mention that they would remake the pizzas. At 9:53pm, our doorbell rings (baby sleeping) and we have Frank there shoving the pizzas into my hands as the door opened, trying to act as if there was no problem. When I shared that I would not be accepting the pizzas out of concern that something would have been done to the pizzas out of anger on their part, he laughed (all caught on Ring camera).

I’m disgusted with the handling of this situation. I get it. It’s a couple of pizzas delivered to the wrong address, But it’s disgusting that there are people in customer service roles, such as this “manager” and the driver, Frank.

Now that I’m on here to share my experience with others and to caution people, I’m not surprised to see another review with a pizza going to the wrong address.

We will refuse to order from this specific Domino’s location, knowing that there are many other quality options out there with kind and respectful people working there - cause I can assure you that you risk not getting that here.

Addition on 2025/07/16:

It’s interesting that we see 5 star reviews being added, without any comments to the experience, when we have no learnt that there’s a manager in store named Rahul. Will be escalating through...

Subject: Concern Regarding Hygiene and Service at Store Location Store Location: 4100 Strandherd Dr, Nepean, ON K2J 0V2 Incident Time: Around 3:24 PM

Dear Store Manager,

I am a regular customer at this location and would like to express my concerns regarding an incident that occurred during my recent visit. I ordered a small vegetarian pizza for pickup, and while I was waiting, I observed some concerning practices related to food handling and customer service.

There was one cook working in the kitchen and two drivers present. One took my order and left for a delivery. The other driver came from delivery and was started working in the kitchen, and I noticed him packing chicken wings into a box. The box was too small, so he transferred the wings to a larger box and set the original box aside. Later, when my pizza came out of the oven, I noticed he was using the same box that had previously contained the chicken wings. As I am a vegetarian and allergic to chicken, I asked him to use a new box. He responded by arguing that he had used foil paper when packing the wings. I explained again that I was allergic to chicken, and he gave me a strange look but agreed to switch the box.

Additionally, I noticed he only added two seasonings to my pizza, even though my order clearly requested three. When I pointed this out, he stared at me and insisted that he had already added them. After checking my order, he realized he had forgotten to include the third seasoning, and then added it.

While I understand that mistakes can happen, the way I was treated during this encounter was unacceptable. Furthermore, there are basic hygiene standards that need to be followed, especially in food preparation areas. For example, drivers should wash their hands before handling food after returning from deliveries, and used food boxes should not be reused for different orders.

I trust that you will address these issues with your staff to ensure better hygiene practices and improved customer service in the future. I have attached the receipt from my order for your reference.

Thank you for your attention to...

Update Fist of all I used to love this place but after recent management change it has all gone downhill. Food quality is really bad most of the time totally looks expired even when i went there to pick up pizza the place looked dirty. Still customer service is good and pizza prepared on time but it all doesnt matter if getting bad quality pizza.Last manager i think his name Adam was really great at maintaing the quality and cleanliness.You can read below from my earlier update. Didnt even wanted to post pics this time as was so disheartened with my last couple of experience.

Earlier Update Most of the time I uaed to be pretty disappointed with Dominos when I used to live in other parts of Ottawa but man oh man this location has completely won me over. I have ordering pizza from this place almost once every week and I keep coming back. Especially when it comes to service I really want to thank the staff especially Adam and Manpreet. I think Adam is not there anymore but man you will be missed. Manpreet on the other hand is still there and provides amazing quick service so kudos to Dominos for hiring such an...